Associate - Office 365 (O365) Support – German speaking

Overview

SoftwareONE is one of the fastest growing companies in the IT sector, with over 40% growth per year over the last 5 years – join us and be part of our growth story!

Privately owned since 1985, SoftwareONE is redefining the technology solutions landscape as the thought leaders in Software Portfolio Management (SPM) services. Globally headquartered in Stans, Switzerland, with a local footprint in 82 countries, our 3,000 employees help our customers optimize their software spending through our elite sales designations and deep-rooted relationships with top publishers.

Due to exceptional growth in customer demand for support for Cloud Services we are growing our team substantially in Eastern Europe.

We have roles at Associate and Associate Consultant level for candiates with different levels of experience and as part of this team they will provide support for customer IT environments relating to Microsoft Office 365, Microsoft Azure and AWS. While providing the highest level of customer service, resolving or escalating incidents through the Service Management system. The roles will be responsible for using the Knowledge Base Management tool along with their expertise to resolve tier 2 requests in a timely fashion as well as escalating unresolved problem/issues/requests to the proper tier 3 support team.

Please note: if you chose too apply to this role, you will be asked a series of questions about your technical experience and also langauge skills. As these roles are supporting customers globally we can only accept applicants who are truly fluent in a second language, namely: French, German, Slovak, Czech, Dutch, Italian, Portuguese

Support Hours

24x7 - Candidates should be available during this time frame, shifts will rotate.

Responsibilities

Primary responsibility is customer service. Being present and available to clients requiring technical assistance.

Respond to questions received through emails and calls.

Learn the fundamental operations of the platforms which are being supported.

If candidates do not possess accreditation, candidates will be supported in achieving the certification within first 6 months of joining

General Requirements

Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.

Ability to utilise the applications for Microsoft Office for support, reporting and documentation.

Excellent oral and written communication skills.

Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.

Good problem solving skills; ability to visualise a problem or situation and think abstractly to solve it.

Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

Ability to think around problems and come up with creative solutions is helpful.